Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Agent |
From conversation to feedback and back again. The loop only works if the last step happens.
The loop
Conversations are selected, by filter or at random. A reviewer reads one and scores it against the scorecard, then writes a comment explaining the scores. The agent reads that comment and can respond or dispute it. Finally, patterns across many reviews inform coaching and improvement.
That last part is the only one that changes anything, and it is the one with nothing forcing it to happen.
Where the selecting is configured
That first step has a feature behind it. In Quality Assurance, click your profile icon and select Users, bots, and workspaces, open the workspace and click Assignments. An assignment picks conversations by condition or at random and hands them to the reviewers you name, on a cycle you choose: never, daily, weekly, bi-weekly or monthly.
One thing to know before you rely on it. When a cycle starts, Zendesk QA collects the conversations that match and then leaves the set alone until the next cycle. Conversations that arrive mid-cycle wait for the following one, so a weekly cycle reviews last week and not this morning.
The comment is where the value is
A score with no comment tells an agent they did badly and nothing about what to do differently. That is the difference between a measurement and coaching, and it costs two sentences.
Reading them together is where it breaks
Reviews accumulate, nobody reads them in aggregate, and the programme becomes a scoring ritual. Half an hour a month looking at patterns is what makes the rest worthwhile.
Review recent conversations
Feedback on something from six weeks ago is a historical note. The agent barely remembers it and cannot connect it to anything they are doing now.
Review a mix
Not only the ones that went wrong. Reviewing good conversations tells people what to repeat, and it stops feedback being exclusively corrective.
Sampling is enough
You are not auditing every interaction. A few conversations per agent per month reveals patterns, and it is sustainable, which matters more than coverage.
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